Job Description

Here's the Deal

As an MGF Operations Manager, you’ll play a vital part in our success. The objective of this role is to Structure, staff and manage the specific CX teams; primarily in Integrated CX and Small BCOs. Lead CX locally in alignment with the strategy set by the Head of CX.

Drive the strategic direction for GSC CX team to fulfill customers’ needs across all verticals and business sizes, ensuring maximum benefit of Maersk’s offering to them. Handles most situations independently and is guided by values, policies, procedures, continuous improvement, and the business plan. Understands the overall nature of the business and the interdependencies between own and other functions, and most importantly, develops people by providing coaching and mentoring to build organizational capability and strong talent pipeline.

Key Responsibilities:

• Drive Customer Experience strategy and outcomes

  • Ensure CX drives proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scope

  • Accountable to own, create, maintain and test a business continuity plan for critical customer processes in Ocean and L&S.

• Develop and sustain a capable CX Organization

  • The CX organizational design and leadership staffing, in accordance with Area design and global blueprint.

  • Leading, directing and coaching CX direct reports, and monitoring/managing that CX teams are coached and supported to enable their development

  • Ensure CX teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus (e.g. Integrated vs. Direct Transport)

  • Build teams with strong knowledge of local products and services, and with mixed competencies (functional and commercial), who can timely, and cost efficiently maximize customer value of all ‘By Maersk’ models

• Deliver growth and profitability plans

  • Up-sell and cross-sell to all customers, and their supply chain partners (where relevant), in accordance with global policy

  • Actively monitor and manage volume trajectory to drive growth; reduce churn and expedite new and additional business conversion

We are looking for

An experienced Leader in the Shipping/Ocean and Logistics & Services arena, preferably with 3-5 years in a related position. Strong operational background and with execution excellence attitude. Proven leadership skills and ability to create a followership. With excellent stakeholder management skills and a very good communicator. With self-starter attitude and direction.

Experience & Skills

• Bachelor’s Degree or equivalent experience

• 3-5 years of Logistics experience

• Ability to lead and develop a large organization

• Ability to lead, coach and motivate teams towards a shared vision with clear goals

• Prepare and execute a resourcing plan to run a large, profitable business

• Lead an organization to prepare and respond with resilience to a business environment influenced by various external factors

• Establishing senior business relationships with customers

If you have been reading so far, we’re glad to see you are interested!

Use your skills to make a difference and join a global leader as we embark on an industry-defining digital transformation that will revolutionize trade! Apply now!

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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